Avis Budget Group Representative HR Shared Services Tier 2 in Tulsa, Oklahoma

HR Employee Support Specialist (Tier 2)

The HR Employee Support Specialist is responsible for analyzing and answering escalated and complex HR related queries. Ensuring effective execution of HR transactions to support both employees and HR professionals experience within agreed service level.

The overall team receive activity through case management, phone calls and chat service. Tier 2 will administer complex HR processes such as Benefits, reporting, escalated queries from Tier 1 (first line employee support) and liaison to resolution of queries with Tier 3 e.g. local HRBPs, HRIS, CoEs.

Essential Responsibilities

  • Responds and resolves escalated cases in more complex HR scenarios on multiple channels such as e-mail, phone, case management system. Uses systems to document and escalate as needed following appropriate process.

  • Diagnose problems and lead correction across stakeholders.

  • Acts as liasion and escalation point with contacts including local HR, CoEs and other key stakeholders.

  • Ensure efficient and accurate resolution of cases within a Shared Service team.

  • Educates employees of HR Services available to them and encourages self-service tools such as the HR Portal and other systems as needed.

  • Researches and resolves all problems in a timely manner. Must be able to work on more than one issue simultaneously and prioritize urgency of requests.

  • Ensures that resolution of escalated requests meet the policy for each process.

  • Utilizes multiple online systems to answer questions, complete requests, and ultimately resolve employee and HR needs.

  • Actively contributes to delivering, maintaining and improving HR services, procedures and processes to increase employee satisfaction, driving performance and achieving results.

  • Responsible for maintaining all compliance requirements of dedicated HR shared service processes.

  • Understands and utilizes HR systems including Workday and the Employee Portal including Self Service, Knowledge base and Case Management.

  • Performs according to service level agreements.



  • Minimum high school degree

  • Advanced English required

  • At least two years’ experience in customer services and/ or human resources area

  • Excellent oral and written communication skills to answer employees’ and other stakeholders queries effectively

  • Excellent problem solving skills and strong customer service skills

  • Strong organizational skills for tracking and documenting

  • Attention to detail

  • Ability to work both independently and in teams

  • Proficient in Microsoft Office applications


  • Additional language – Spanish

  • Workday or other HRIS experience

  • HR Certification

  • Experience in an HR Service Center / Contact Center Operation

Avis Budget is an EO employer – M/F/Vets/Disabled

The information listed in this advertisement describes the general nature and level of this position only. Essential functions and responsibilities may change as business needs require. Your response to this ad may result in your being considered for employment with an affiliated company of Avis Budget Group, the publicly traded parent company of Avis Budget Car Rental, LLC and its subsidiaries.

This advertisement does not constitute a promise or guarantee of employment.